Organise your teams Automate your processes Increase your profits - - PowerPoint PPT Presentation

Organise your teams Automate your processes Increase your profits

Bank survey in Kenya I wanted a new Credit Card ….

PWC, CapGemini and

• thers predict the following

trends: 1. Customer engagement 2. Digital transformation and value adding 3. Small group communication 4. Immediate answers via mixed channels

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“Planned and measured customer experience will significantly improve your company's revenue and profit.”

Gabor Kocsis Customer Journey and Busines dev. manager

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“We want to improve our customer experience!”

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Why? Because people want to be able to use any service in the same way they use their smartphones. – Thanks to Steve Jobs and Apple☺

… are my top 5 tips for successful business transformation in the digital word, which will help you:

• Integrate technolgies
• Automise processes
• Improve customer experience
• Reduce your hidden and viewable costs

My gift to you today…

Engage with your aims and define your KPIs, e.g.:

• response time,
• talk time,
• number of conversations,
• Omni-channel communication,
• cost reduction (analysis example- downloadable),
• NPS, CEC,
• Up-to-date customer journey map

TIP 1

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Customer Journey Map

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Visualise a Sophisticated CJM

✓ Easy to overview and compare branches ✓ Customer-handling process is easy to update, and can be used as integrated software ✓ Easy to launch a new product/service across many markets

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Sophisticated CJM characteristics:

• Reduce your risks
• Evaluate tech options and new

processes, using a small team and short timescale “Continually and universally automated company”

Plan a POC project Tip 2

1. Establish POC aims 2. Project team creation 3. Setup and training 4. Weekly project team meeting 5. Sum up meeting with decision makers If you need a POC project template, just email me: gabor.kocsis@vcc.live

POC steps: Tip 2

Successful launch

1. Design all interconnected business processes 2. Prepare a responsibility matrix 3. Prepare an integration plan (CRM, telecom, network, knowledge) 4. Plan milestones along with accurate change management

TIP 3

Key responsibility roles (RACI model)

R=Responsible, A=Accountable, C=Consulted, I=Informed Name Project sponsor Business analyst Project manager Project manager Technical architect Contact Centre platform implementation / Responsibility Company, VCC Live Company VCC Live Company Company, VCC Live Non-Function (Network and Architecture design and setup) I C I I R Security governance I C A I I Functional requirements A R I R C Business acceptance criteria A R I R C Test and deployment A R I R C

Eliminate your long-term IT maintenance risks with:

• cloud service (ISO27001-Security, ISO22301-

BCP) and integration

• secure network (SIP TLS, VPN)
• high-level SL (back-up contact centre)

TIP 4

Want more detailed information? Send me a email!

TIP 4

Corporate infra 1.

CRM IP PBX

Storge server Email server

BI system

Corporate infra 2.

Firewall IPS/IDS Firewall IPS/IDS

Keep innovating and help your business team benefit from it: Current trends:

• chatbots working with agents
• workforce management reducing

your costs

• social media integration and

appropriate communication TIP 5

• People: knowledge, motivation,

engagement

• Processes -CJM: easy and

transparent for both your customers and your team members

• Technology: realise your dreams

within hours What do you need to transform?

Client Success

So…. who’s ready to begin their digital transformation process today?

Gabor Kocsis - Gary

Customer Journey Constultant and Business Development Partner EMEA

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gabor.kocsis@vcc.live +254 714 670 910 +36 30 519 1262